It Manager

About Thentia

Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.

About The Role

In a multifaceted capacity, this individual assumes various roles crucial to supporting information systems and security, showcasing versatility across diverse responsibilities. Their expertise extends to the realm of Cloud Native technologies, where they play a pivotal role in providing valuable support. The professional not only excels in technical aspects but also places a strong emphasis on relationship-building, fostering key connections internally and externally to gain strategic insights. Actively involved in optimizing Software as a Service (SaaS) solutions, they instill a culture of continuous improvement and innovation. Collaborative efforts are marked by thorough due diligence in coordination with Legal, InfoSec, and Compliance teams. Skillfully navigating through complexity and ambiguity, this adept leader excels in resource orchestration. Their approach to challenging situations is characterized by calm judgment and professionalism, contributing to a resilient work environment. Moreover, they drive organizational change with efficacy through effective communication and leadership, ensuring success in the ever-evolving landscape.

Responsibilities

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know everyone's capabilities and aspirations; Invest in the team’s success through growth and continuous improvement of everyone on the team.
• Understanding Customer/Partner Technical Environment
• Provides support for the team in gathering customer/partner technical insights and mapping architecture and digital transformation solutions to customer/partner business outcomes. Leverages prior work, customer/partner insights, industry trends, and shares insights with the team.
• Supports the voice of the customer/partners through escalation, acceleration, and an additional emphasis on feedback, gaps, blockers, insights, resources, etc. § Introduce a service management framework and mindset such as ITIL, in a programmatic agile manner to ensure high availability and proactive systems management.
• Manage, assign, monitor service and support tickets to ensure timely resolution and high level of stakeholder satisfaction measured through agreed-to SLAs and KPIs.
• Establish a functional and role performance measurement framework for continuous improvement and high performance.
• Deploy a v2 of our Cloud service management program to ensure consistent and compliant delivery and support throughout the solution’s lifecycle.
• Deploy v2 of our office productivity and deskside support toolset, processes, and end user training to reduce per user support costs by 50%
• Empower teams for successful projects, ensuring secure and compliant solutions while fostering a culture of continuous learning and sharing.
• Drives visibility across stakeholder community around Info Systems capabilities and focus areas

Qualifications

• Post secondary education in computer sciences (preferred), information assurance, MIS or a related field.
• Minimum 7 years' experience in information systems administration in a mid-size to enterprise environment requiring highly available services
• Minimum 7 years of experience driving change management or technical adoption as a project leader or owner required
• Minimum 3 years in coaching and managing a team.
• Minimum 3 years managing vendor relationships, with demonstrated track record of fiscal management and accountability framework for consistent delivery.
• Minimum 3 years working with Google Workspace, O365, or equivalent end user cloud services
• Minimum 2 years Zapier, Mulesoft, or similar automation tools.
• Excellent knowledge of operational systems such as Linux, Windows and Mac are a must have; proficient with networking protocols and common workstation troubleshooting procedures.
• Highly organized and efficient with experience coordinating or leading multiple simultaneous projects involving many stakeholders and contributors, and following agile, SCRUM, KANBAN, or other project delivery frameworks.
• Excellent in communicating business value of technology and communicating complex subject in a simple manner for the audience to understand the what, why, how and key risks and derailers.
• Demonstrated strategic thinking, decision-making, business acumen

We’re proud to be ‘Great Place to Work’ certified in the U.S. and Canada. Nearly 90% of our employees have participated and nearly 9 out of 10 employees overall agreed that Thentia is a ‘great place to work’.

Compensation

Thentia provides employees with a competitive base salary along with:

• Full Health Insurance coverage (programs vary for each country)
• Flexible paid-time-off, including vacation and wellbeing days, and volunteer days
• Year-end bonus potential (for eligible roles)
• Professional development & training, including Udemy Business

Our Commitment

Thentia is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are building products for a diverse world and are committed to building and fostering an environment where our employees feel included, valued, and heard, which enables us to make commerce better for everyone. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, provincial, or local laws in the regions we operate. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, or internships.

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

Staffing Firms: Thentia does not accept unsolicited submissions. All firms must have valid agreements in place.